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Labouring under an illusion

The success of the hospitality industry has always been entrenched in the provision of service and the continued fostering of relationships. At its core, the role of hospitality was, and still is, to hook up the different essentials of a read more...

Epic hospitality training

EPIC - Empathy, Patience, Intuition and Compassion. Most guest service training focuses only on interpersonal communications, yet when you only teach politeness and obsess on overly scripting conversations, the result often is fake, disingenuous service.   Most hoteliers I speak with clearly read more...

Need for speed

This is not about providing guests with fast internet speeds. For sure, nothing is going to irritate a guest faster than realising they cannot connect to the internet instantly, or that the flow of hot water is like ‘waiting for read more...


How would you define modern luxury?

How many times have you heard the word 'luxury' in a hotel description? It seems to be one of the most abused words in the hoteliers' dictionary! I've seen many hotels claim to be luxurious, when at most they are read more...

A tale of hotel customer service

It’s great to start the year with a nice story of a positive hotel customer service experience!   This was not a five star hotel, but was more importantly a business that did not focus on stars but focused on people.   The hotel was in read more...


What do guests really want?

Hotels cannot improve or succeed if they’re missing the basics of customer experience. Research keeps telling us that customers still value the basics of their hotel stay (i.e. location, bed, bathroom, cleanliness, breakfast, speed, convenience, and knowledgeable helpful/friendly service).   In reality, read more...